Given the hospitality and tourism industry's vulnerability to service failure, extensive
research has been conducted to examine the impacts of service failures and effective …

Purpose This paper aims to study the citations made in service failure literature and
assesses the knowledge construction of this region of exploration to date …

The purpose of this study is to test the relationships between external knowledge, internal
innovation, firms' open innovation performance, service innovation and business …

This study aims to explore the use of ChatGPT-4 in generating management responses to
customer reviews or complaints posted on Tripadvisor. Customer reviews and management …

This study aims to identify whether hotel guests' attitudes towards robots serving at hotels
show differences according to their gender, level of education, generation, and the continent …

Given the increasing presence of humanoid service robots at airports, hotels and
restaurants, the current study investigates how consumers' interdependent self-construal …

With the growing prevalence of artificial intelligence (AI) technologies in the tourism and
hospitality industry, the phenomenon of AI service failure emerges, which merits empirical …

Drawing from psychological contract, job demands-resources, and affective events theories,
this paper proposes and tests a research model where employee engagement (ENG) …

Mindfulness refers to the psychological attentional state in which a person is conscious and
accepting of the present. It is increasingly emerging as an estimable quality, especially …

Purpose In recent studies, tourism scholars focussed more on service failure and recovery.
Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with …